Shift Manager, Support Services

Envoy Air Inc. • Miami, FL

1d

About The Position

The Shift Manager, Support Services is responsible for running an effective operation and providing quality service that achieves superior customer satisfaction. The role resolves customer service and operational problems during the tour of duty, supports operations during peak or irregular periods, interacts with customers and employees, and prepares customer correspondence. The Shift Manager works with cross-functional teams to develop and implement quality improvements; evaluates team performance using observations, feedback, data, and customer comments; and manages budgets, spending, cost reduction, and lost time to meet profitability goals.

The position ensures compliance with operational safety and government requirements, investigates discrepancies, and compiles compliance statistics. It also coaches and counsels personnel, provides guidance on customer service and performance, and conducts regular performance reviews. The Shift Manager communicates with managers, peers, team members, and other departments; administers company policies and procedures; and provides the team with resources and training to meet operational goals. The role coordinates operations including scheduling, hiring, training, and inventory.

Requirements

• High school diploma or GED equivalent.
• Valid, unexpired, and unsuspended REAL ID-compliant state driver’s license, or otherwise maintain the necessary authority and identification to travel for business needs as required; some license restrictions may prevent consideration.
• Willingness and ability to work rotating shifts, including nights, holidays, weekends, and days off.
• Legal right to work in the United States.
• Ability to read, write, fluently speak, and understand English.
• Ability to lead and motivate employees to work as a team.
• Demonstrated ability to communicate effectively verbally and in writing.
• Leadership skills, initiative, and judgment.
• Strong administrative and analytical abilities.
• Ability to work in a team environment and prioritize work and projects to meet deadlines and objectives.
• Ability to work with minimal supervision, report to work regularly and on time, and remain self-motivated.

Nice To Haves

• Ability to read, write, fluently speak, and understand Spanish.
• Previous experience in airport operations.
• Sabre experience.

Responsibilities

• Resolve customer service and operational problems during the tour of duty.
• Work in the operation during peak or irregular periods and interact with customers and employees.
• Prepare customer correspondence.
• Use cross-functional teams to generate and implement quality improvement ideas.
• Evaluate team performance using corporate quality control measures, observations, feedback, data, and customer complaints and compliments.
• Meet profitability and cost control goals by developing and monitoring budgets and spending, seeking cost reductions, and monitoring lost time.
• Ensure compliance with operational safety and government requirements during the tour of duty.
• Investigate discrepancies and compile statistical data for compliance purposes.
• Coach and counsel personnel and guide the team on customer service and performance issues.
• Conduct regular performance reviews for team members and encourage teamwork and idea generation.
• Communicate with managers, peers, team members, and other departments to run an effective operation.
• Administer company policies and procedures and provide the team with necessary tools, resources, and training.
• Coordinate operations, including scheduling, hiring, training, and inventory.

Benefits

• Employee flight privileges within the American Airlines global network.
• Training and development programs.
• Comprehensive health and life benefits, subject to location.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED